PRM / Special Services

The need for passenger care services for disabled passengers with special needs grows. Passengers with Reduced Mobility (PRM) and Special Services providers therefore face a need for more staff in order to offer its contract customers (airlines and airports) a high-quality service in a very dynamic environment. If reservation of assistance and services represents the exception rather than the norm, ad-hoc scheduling determines the daily operations.

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Solution

The provision of assistance to Passengers with Reduced Mobility (PRM) or special requirements poses a number of challenges, particularly at airports with high passengers volumes. Such assistance which begins with the arrival of passengers at the airport is not only time-consuming but also requires the consideration of individual needs. The result is a high labor intensity that PRM providers have to deal with in the course of the best possible quality of service. There are also numerous ad hoc bookings in addition to the PRM assistance that also include the care of children, Meet and Assist or VIP services and shape the daily business of the workforce dispatchers.

With GroundStar the management of all staff, assistance requests and equipment can be efficiently planned and coordinated including origin and destination information in real time. The system provides efficient support in the planning and allocation of resources and the ability to use mobile devices to provide full control over the execution of the services. An integral part is a real-time scheduling system for staff and ground service equipment, which is geared to the particular needs of passengers with special needs. Integration with existing airport systems (FIS, AODB, SITA, etc.) and the presentation of all critical success factors, such as the Special Handling Codes and travel times provide for the precise control of individual processes of passenger care. The dispatchers are optimally supported by powerful optimization processes. Through the use of tablets or smartphones, employees receive all relevant data for an application automatically and continuously updated. They record the work progress online and log possible faults in the process. This enables a complete verification for the purposes of evaluation, billing and complaints management.

Features

GroundStar supports all relevant processes for planning, managing and controlling the necessary staff activities in order to achieve the desired service level. Powerful optimization methods are taking into account the challenges between cost-effective implementation and high customer satisfaction. Business processes can be accurately represented in the system and adapted to future changes.

RESOURCE AND WORKLOAD VISUALIZATION

Regularly updated data provide dispatchers with real-time information about the current status of staff planning and passenger care.

AUTOMATIC DETERMINATION OF TASKS

The system determines and continuously updates the activities to be carried out. Rule-based specifications of the tasks to be performed and the demands are carefully collected by experienced staff users.

AUTOMATIC ASSIGNMENT OF TASKS

The system is designed to provide automatic decision-support for included resources. The system improves dispatcher effectiveness and efficiency with the result of being able to better manage larger workforce grounds.

AUTOMATIC COMMUNICATION

All job-related activities will be transmitted in real time to the employees. They record the work progress via tablets and smartphones and log possible faults in the process.

PERFORMANCE MONITORING

The system reports all relevant process steps for the purpose of evaluation, billing and complaint management.

PROVISION OF DATA

GroundStar collects, processes and stores all relevant data and makes them available to users and third-party systems. Its module for data analysis and visualization with subjects such as reporting, dashboards and ETL/warehousing addresses both operational and analytical application scenarios.

Benefits

With GroundStar it is possible to achieve the most efficient distribution and management of personnel capacity in order to fulfil the contractual obligations for airport and airline customers. GroundStar covers all the typical business processes of passenger care via optimized personnel deployment and provides this precision in the system.